The company has integrated OneVault's voice biometric authentication solution into its contact centre solution as a value-added feature.
The second annual Aspect Agent Experience Index survey shows 45% of young millennial/GenZ customer service agents are leaving their current jobs.
With no coding required, marketing professionals can design USSD-based mobile communication services for a variety of uses.
It won the 2018 Best Cloud Computing IT Project Platinum Contact Centre Award during the ninth Platinum Contact Centre Awards gala held on 28 June in Madrid.
Navigating the CX value chain
Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience
The survey analyses cloud contact centre trends, forecasts and predictions across five African countries.
ITWeb CX Summit Executive Dinner
AI is a new key trend that must be considered by organisations for the success of their future CX strategy: Genesys.
Everything, everywhere, all at once in CX
Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience
Businesses that do not improve their CX strategies will lose customers and revenue, says Genesys.
Webhelp partners with not-for-profit organisation Harambee to boost business process outsourcing skills in the country.
Pivotal Data took over the PureConnect support role for IntegriSure in 2015 and assisted with a number of upgrade projects.
It has also unveiled Freshworks 360, a fully integrated cloud bundle.
A modern contact centre should have some form of integration between the telephony system and the company CRM, says 1Stream.
The Service Provider Program addresses the long-term shift in the way customers are moving from a product-centric approach to IT as a service.